Improvements to Shift scheduling

Hi, my name is Fred, and I’m part of the Product team here at Front. We just released our new Workforce Management (WFM) feature, which offers a solution for this specific request. It allows configuring custom shifts for any inbox and teammate, with assignment rules following this new shift logic.

Have a look and let us know if you need any additional details!

It would also be nice to make the reassignment of tickets when responses come in outside a shift optional. We want to be able to only measure teammates SLAs when they are on shift, but that currently requires that any responses that come in after their shift to be reassigned which we don't want.